Customer Support Executive

6 months ago

London, United Kingdom Log my Care Full time

**About us**:
Log my Care is one of the fastest-growing Care Software start-ups in the UK, having quadrupled its customer base since 2020. Our mission is to digitise the social care sector (care homes and home care agencies) and help hundreds of thousands of carers to provide a better quality of care to the UK’s most vulnerable people. The sector is over 60% analogue and paper-based, losing out on the many benefits technology can bring. We’re passionate about changing this with our awesome mobile App and Web-based tools that make delivering care far, far easier for hard-working carers.

**The role**:
We are looking for a passionate and organised Customer Support Executive to join our ambitious team here at Log my Care. Reporting to Alex our Head of Customer Success, you will:

- Become a Log my Care expert; including all operational aspects of the product, the care sector, our customers and our values.
- Put yourself in the customer’s shoes to understand the challenges and issues they occasionally face using Log my Care. Patience and empathy are key to this position.
- Maintain and optimise our internal and client-facing knowledge bases.
- Maintain and optimise support-related processes by collaborating with the wider Customer Success Team.
- Share product ideas and customer insights with the Product Team.
- Support customers with their enquiries via support channels.
- Develop engaging training videos and host live webinars.
- Organise and provide training for both customers and the rest of the Log my Care team.
- Work closely with the product team to assess bugs, identify recurring issues, and analyse trends
- Proactively identify customer needs so they can fully feed into our product roadmap.
- Collaborate with cross-functional teams to identify training needs and align content with department objectives.

**Salary range**:
30K - 32K

**Your experience**:

- You have 2-3 years of SaaS experience.
- You have experience using live chat support systems (Intercom and/or Zendesk) and other CRMs (Hubspot, SalesForce, Freshdesk).
- You are comfortable with a start-up environment, and agile frameworks and able to prioritise and manage multiple tasks.
- You want to work and grow in Customer Success and innovative technologies.
- You're a super-organised and enthusiastic people-person, eager to deliver exceptional service to our Log my Care customers.
- You have strong interpersonal and communication skills (phone and in writing).
- You take a logical and organised approach to problem-solving.
- You are a team player who likes to be engaged with peers to achieve results
- You are empathetic and solution-driven.

**The Interview process**:

- Exploratory call with Olivia (People Manager) [30 min]
- Interview with Owen (Support Executive) and Flaka (Sr. CSE) who'll do a deep dive into your skills and experience [45 mins]
- An in-person task with Alex our Head of Customer Success (the hiring manager) along with a couple of the members of the team [45 min]
- Final interview with Sam (Co-founder & CEO) to discuss what you might bring to the role and how you might embody our values at LmC [15 minutes]

**Our Benefits**:
We offer exceptional benefits and invest massively in our team's happiness, well-being, and growth:

- Become part of a close-knit team making a huge impact on digital health technology to change the lives of thousands of people. We’re currently a team of 35
- Hybrid working - we have a mixed model of office and home working. We work from our fancy Holborn offices on Wednesdays and Fridays and then the other 3 days from home.
- Base holiday - 25 days (+ bank holidays) and one extra day for every work anniversary.
- Remote working For up to 4 weeks per year, you can choose to be fully away from the office.
- L&D budget - growth is key. You’ll get a budget of £500 to go towards books, courses, conferences, workshops, or coaching of your choice.
- Private Health Insurance via AXA health insurance from day 1.
- Income protection insurance.
- Access to next-day mental health services via Spill.
- Enhanced parental leave (maternity/adoption/paternity).
- Flexible working options - we know that everyone has a life beyond work. So, we’re happy to talk about shifting start times to reduced hours. Whatever helps you to bring your best self to the table.
- Dog-friendly Office
- Company cycle-to-work scheme - big discounts and spread the cost of a new bike.
- Regular company socials and team lunches

**D&I Statement**:
Log My Care is committed to being an inclusive and diverse place to work. The excellent work produced by our team would not be possible without bringing together all of the different backgrounds, experiences and skills that our team has. We treat every employee equally, and fairly regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.

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